Cancellation requests from customers
Customer cancellations don’t affect the rating and can’t result in blocking.
Cancellation mechanism
Сustomers can cancel an order at any stage. You can view canceled orders in the Logistics → Orders from my warehouses → Canceled section. Details on canceled shipments are given in the “Cancellation reason” column.
Order cancellation before shipment
You don’t need to hand over such orders to the logistics partner. The product will automatically return to stock.
Order cancellation after shipment
If the order is canceled after shipment, contact your logistics partner for return handling.
Learn more about logistics partners
Unredeemed orders
Customers can open and check products at pick-up points. If a customer rejects the order, Ozon will:
- Send the product to your selected return provider if it costs more than 1,500 RUB.
- Dispose of the product if it costs less than 1,500 RUB, or if you selected disposal in your warehouse settings.
This order will be marked as canceled. You don’t pay for delivery. The cancellation will appear in your account in the Returns section. The “Return reason” column will indicate “Customer rejected upon hand-delivery”.
Automatic order cancellation
If the customer doesn’t pick up the order, it will be canceled automatically. This won’t affect the service quality metrics. To return the product to your warehouse, contact the delivery service.
